Hilton Hotels manager voted UK’s number one

Having announced ambitious plans to develop its UK & Ireland portfolio, Hilton Hotels has recognised its best performing general manager for the region. Simon Cook, who runs the Hilton London Gatwick Airport at the airport’s South terminal, was crowned General Manager of the Year for the UK & Ireland at a recent management conference in Düsseldorf.

The award comes as Hilton has confirmed two new development alliances, which are helping achieve the company’s aim of growing its existing UK & Ireland estate from 75 to 175 hotels in the next ten years.

Simon was praised for having received the most positive team member feedback for London in 2006 and having increased customer satisfaction levels by seven per cent.

He said: “During my four years at the hotel I’ve worked on some exciting projects and built a team for whom both myself and the company can be proud and whom the customers appreciate.

“Running a hotel is a fascinating job, where you meet some incredible people and no day is the same – that is satisfaction enough but this award means a great deal.”

Hilton London Gatwick was Simon’s first property with the company in 2003 and since then he has overseen a 233-bedroom extension and the £2.7m refurbishment of the hotel’s conference facilities.

Over the past 12 months Simon’s main aim has been to strengthen his management team and he now believes it’s the best he’s ever worked with. In that time the hotel has accommodated 320,000 guests, held around 4,000 meetings and events and served 370,000 meals.

The focus on team members has led to an increase in what Hilton refers to as ‘Viewpoint’, a staff satisfaction survey, of up to 91 per cent. In turn this has helped drive customer satisfaction levels, which the company monitors closely.

More tangible work has included the introduction of a dedicated guest relations team, who are on hand from 6am-11pm, an increase in the receptionist team, the launch of a new aircrew lounge and a new business centre.

Looking ahead, plans are in place to reinvigorate the hotel’s food and beverage outlets, having recruited executive chef Marcus Gregs from the World Trade Centre in Dubai and food & beverage manager Stefan Bauer from the Hilton Toronto.

A total investment of £4m in the next 12 months will include the refurbishment of Amy’s Restaurant and the Lobby Bar, plus more than 200 of the hotel’s 821 bedrooms.

Simon Vincent, Hilton’s area president for the UK & Ireland, said: “General managers are the driving force being any hotel and as the UK’s largest hotelier we have some of the best in the business.

“This is an exceptional achievement for Simon and his team, at an exciting time for our business, and we are delighted to be able to reward his passion and commitment which helps achieve Hilton’s over-riding philosophy to be hospitable.”

Simon Cook lives near Chichester with his wife, he has a daughter who has followed in her father’s footsteps and works for Fairmont Hotels in Toronto, Canada.

Hilton London Gatwick Airport, South Terminal, Gatwick Airport, West Sussex, RH6 0LL - Hilton.co.uk/Gatwick.